What do customers expect from the brands they engage with?
With the rapid growth of communication tools in the last decade, customer expectations have also changed. Today, customers interact with a brand four additional times before making a purchase than they did in 2005. Customers also demand effortless, personalized services increasingly on digital channels like email and messaging apps. While this poses a challenge for businesses in utilizing and managing new mediums, it also provides an opportunity to innovate and increase customer loyalty by interacting with customers where, when, and how often they want.
To reap the rewards of successful customer engagement, it is important to understand preferences and build a customer-facing strategy using the right frequency and channels depending on individual customer needs. Research shows that businesses that personalize their customer communications can reduce acquisition costs by as much as 50% and increase revenues by 5 to 15%.
Explore communication preferences of today’s customers in our infographic below:
At Afiniti, we help businesses utilize data to improve customer interactions by pairing better.